Abstract:
The hotel industries are shifting their focus from transactional exchange to relational
exchange for developing mutually satisfying relationship with customers. Serving the
customers, in true sense, is the aim of every hotel management as the customer was, is and
will remain the central focus of all hotel industries or organizational activities. The purpose
of the study was to assess customer dissatisfaction in the hotel industry in the Assin Fosu
Municipality. Areas examined include the demographic characteristics of customers,
causes and effects of customer dissatisfaction and strategies hotel industries have taken to
reduce customer dissatisfaction. The population of the study comprised all the workers,
management and customers of the six hotels selected for the study. A questionnaire was
employed to collect data for the study. A sample size of 158 respondents was selected
using census, purposive sampling and simple random sampling techniques. Descriptive
statistics was used to analyze the data gathered. Among other things it was found out from
the study that the youth patronize the services of the hotels either as workers or clients. The
study also revealed that customers do not often go to the hotels and even those who
patronize the services do so when they are on official business trips. It was further revealed
that improper portering and general services such as room space, hygiene, privacy,
location, food and drinks served and non-acceptance of credit cards were disincentive to
customers which make them dissatisfied with the services of the hotels. On the basis of the
findings, it was recommended that hotel management should offer proper portering and
general services to customers to ensure their regular patronage of the facilities and clearly
defined responsibilities given to staff members.
Description:
A Project Report submitted to the Department of CATERING AND HOSPITALITY
EDUCATION, Faculty of VOCATIONAL EDUCATION, submitted to the School of
Graduate Studies, University of Education Winneba, in partial fulfillment of the
requirements for the award of Master of Technology
(Catering and Hospitality) degree.
OCTOBER, 2017